🔁 Return & Refund Policy
Effective Date: 2025/5/17
Thank you for shopping with TOY JOY! We want you to be happy with your purchase. If you are not fully satisfied, please review our return and refund policy below.
1. Returns
Because every personalised item is produced specifically for you, once production has started we are unable to accept a return, exchange or cancellation — including for a change of mind, for personalisation details submitted incorrectly by the customer, or because the finished piece is no longer wanted.
Please check your details before you order: the spelling and capitalisation of your submitted text, your chosen font, colour and size options, and the resolution of any image you upload. What you submit is what we produce.
We will always put it right at our cost if the item arrives damaged or defective, is not what you ordered (wrong name, wrong font, wrong size, wrong image), or the personalisation was applied incorrectly by us. In these cases we will offer a free remake or a full refund. Please contact us within 7 days of receiving your order with your order number and photos of the item as received.
To be eligible for a return:
- The item must be unused and in its original packaging.
- You must provide proof of purchase and a photo or video of the issue.
2. Refunds
Once we receive your return request and inspect the provided evidence, we will notify you of the approval or rejection of your refund.
If approved:
- A refund will be processed to your original payment method within 5–10 business days.
- In some cases, we may offer store credit or a replacement item instead.
3. Non-Refundable Items
- Items received more than 7 days ago
- Items damaged due to misuse or non-factory defects
- Orders returned without prior approval
- Personalised items once production has started
4. Exchanges
If you received a defective or damaged item, we may offer a free exchange or replacement. Please email us at [yangwenkang3686@gmail.com] with your order number and photos of the issue.
5. Shipping Costs
- For defective, damaged, or incorrect items, we will cover return or replacement shipping.
- For non-quality issues (if return is accepted as an exception), the buyer is responsible for return shipping fees.
6. Contact Us
If you have any questions about returns or refunds, please contact us at: Email: [yangwenkang3686@gmail.com] Order Support: Include your order number and issue details for faster resolution.
